What should a consultant recommend for a contact center agent to effectively engage subject matter experts in resolving customer issues?

Engaging subject matter experts (SMEs) effectively is crucial for contact center agents to resolve customer issues promptly. Using the @mention feature on the case Chatter feed allows agents to directly notify and involve SMEs in real time. This functionality ensures that the relevant experts receive immediate attention to the specific case and can jump in with insights or solutions, thereby facilitating more efficient resolution of customer queries.

Additionally, this approach leverages Salesforce's social collaboration tools, making it easy for agents and SMEs to communicate in a centralized location associated directly with the customer's issue. By streamlining communication through @mentioning, the entire team stays informed and engaged, which helps ensure that the customer receives assistance as quickly as possible.

While following SMEs for updates or bookmarking comments can help agents stay informed, these methods do not foster direct engagement and may lead to delays in response time. Using hashtags could help track issues but would lack the personal notification that @mention provides, which is critical in urgent situations. Hence, direct engagement through @mentioning is the best approach for ensuring close collaboration and swift problem resolution.